Enterprise Customer Success Manager, Lumos
$160-205k
More information about location
Access management for business apps & data
Be an early applicant
Access management for business apps & data
101-200 employees
Be an early applicant
$160-205k
More information about location
101-200 employees
Company mission
To help organizations to become secure, compliant and productive.
Role
Who you are
- 7+ years of experience in a Customer Success Manager role or similar
- 3+ years of experience supporting Enterprise customers
- Strong customer-facing and relationship building skillsets
- Ability to communicate technical details to a non-technical audience
- Experience working closely with technical customers ex. Security leaders, Security Architects, Engineers and Dev-Ops teams
- A demonstrated customer-centric approach and drive to take ownership of resolving customer issues
What the job involves
- As an Enterprise Customer Success Manager, you will be critical in ensuring our largest customers are successful
- You will own our rapidly growing high value customer base and define some of the core processes for this new segment
- You will play a vital role in the customer journey as the customer's main advocate and advisor, influencing product roadmap, company priorities as well as customer's account admins, end users, and decision makers
- Onboarding Expert: Partner closely with Account Executives and Solutions Engineers to provide a smooth handoff experience as accounts graduate from Prospect to Customer. Manage internal and external counterparts to ensure kickoff and implementation goals are met, and ROI achieved within expected timeline
- Customer Lifecycle + Renewals Management: Continue partnering closely with sales to maintain updated renewal and upsell account plan strategies, with a focus on customer retention
- Define goals, action plans, playbooks, and key metrics based on each customer’s objectives, and regularly review progress with the customer and CS leadership
- Develop supporting programs aimed at driving usage and satisfaction throughout the customer lifecycle, ensuring retention. Monitor and own customer health metrics to proactively identify the most high-potential areas of opportunity + risk
- Face of Lumos: Develop a trusted advisor relationship with key stakeholders and executive sponsors across all relevant teams within a customer’s organization through interactions on a regular basis, timely resolutions, and purposeful meeting agendas
- Develop collateral + conduct quarterly business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, Champion, Owner, etc) that highlight impact, reflect their unique business goals, and drive mutual success plans for ongoing engagement
- Voice of the Enterprise Customer: Work closely with cross-functional teams to influence our product roadmap and marketing investments
- Use customer feedback and identified trends to act as the link between customers and engineering - sharing customer insights to remove roadblocks, influence the product roadmap, and drive adoption
- Provide feedback and guidance to leadership on key signals, Identify customer challenges and risk areas, working closely with other Lumos teams including Support, Solutions Engineering, Product, and Sales to proactively develop solutions and avoid churn
- Trusted Advisor: Leverage your product expertise to provide consultative guidance on Lumos best practices and their overall technology strategy
- Demonstrate and promote the latest features and capabilities Lumos is releasing, ensuring customers are using key product features to improve success
- Positioning and recommending product features and best practices to accelerate customers time to value and growth
- Guide how customers can drive business outcomes using technology across all platform products
- Process Building: Contribute to the scalability of the customer success team through documentation and process optimization
- Lead strategic, cross-functional internal initiatives such to drive increase in customer experience and foster a company-wide culture of customer obsessions
Our take
Modern companies leverage many different SaaS platforms to provide their staff with the tools they need to stay productive, but managing this can be a convoluted process. It can be complicated to govern software permissions, compliance and licenses for so many employees, with most businesses relying on expensive, time-consuming, and manual SaaS management workflows.
Lumos provides a unified employee identity platform and company app store, allowing businesses to manage their SaaS licenses and permissions in one place. The platform supercharges productivity by doing away with the need for manual permissions approvals, automating the process to save time while ensuring compliance.
Most businesses already have SaaS management systems in place, but Lumos has the potential to disrupt the market through its unified, self-serve approach. The company has raised significant funding over the years, the latest of which is being channeled into expanding the app. This comes after an impressive 9x growth since its last fundraise.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
May 2024
$35m
SERIES B
May 2022
$30m
EARLY VC
Total funding: $65m
Company benefits
- Two Company Off-Sites Per Year
- 100% Remote + Opportunity To Work From Our Office in SF
- Monthly Wellness Budget
- 16-Week Parental Leave for All Parents
- Career-Development Funding
Company HQ
Pacific Heights, San Francisco, CA
Articles
Leadership
Alan Flores-López
(Co-Founder)Experience as aCryptography Engineer for Cambrian Tech. Was also a Software Engineer for Samsara.
Leo Mehr
(Co-Founder)Former Head of Engineering for the company. Currently works in Engineering at Ramp, and was an Algorithm Engineer for Hudson River Trading.
Andrej Safundzic
(Co-Founder & CEO)Experience as Co-Founder and CPO of Starthub Africa. Also co-founded DigitalService4Germany.
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